Portfolio Specialist

Portfolio Specialist

This Portfolio Specialist role involves overseeing the Core Sales Team's operations and managing all aspects of the work order process. The position ensures efficient and effective coordination among local branches, subcontractors, and national account customers.

Essential Job Functions

1. Enforce roles and responsibilities for the Estimation Coordinator and Service Coordinator II.
2. Track the team's performance against the expectations set forth by your Portfolio Manager.
3. Have a complete understanding of the process and requirements to generate a proposal in Dynamics.
4. Understand, manage, and enforce customer SLAs, KPIs, and expectations to the rest of the team.
5. Identify trends, and areas of improvement and provide visibility to the Portfolio Manager.
6. Maintain courteous and effective communication with customers, branches, and sub-contractors through email, phone, and customer systems.
7. Assist the Portfolio Manager in conducting weekly/bi-weekly/monthly customer touchpoint meetings to discuss performance and opportunities.
8. Collaborate with the Portfolio Manager and team members to streamline processes, resolve issues, and enhance departmental efficiency.
9. Act as a primary point of contact between local branches, subcontractors, and national account customers, facilitating effective communication.
10. Manage multiple tasks for various national accounts simultaneously, demonstrating strong organizational skills and attention to detail.
11. Adhere to company policies and compliance standards, contributing to excellent customer service and overall departmental success.
12. This job description is not designed to cover or contain a comprehensive listing of the required activities, duties, or responsibilities of the team member. Duties, obligations, and activities may change, or new ones may be assigned at any time with or without notice.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Leadership Competency Model

This role requires the demonstration of the following competencies: Instills Trust | Communicates Effectively | Demonstrates Customer Focus | Takes Initiative | Makes Quality Decisions | Drives Growth | Ensures Accountability | Drives Results

Knowledge, Skills, and Abilities

1. Ability to focus on driving continuous improvement within your team and the organization.
2. Skill in delivering responsive, high-quality customer service.
3. Effective communication and interpersonal skills for both internal and external interactions.
4. Ability to identify and resolve problems.
5. Ability to ensure accuracy in quoting processes
6. Advanced proficiency (knowledge) with Microsoft Office 365.

Supervisory Responsibilities

• This position has no supervisory responsibilities.

Work Environment and Physical Demands

• In office environment
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times.

Planned Business Travel

• This job requires no planned business travel.

Education and Experience

• High School diploma or equivalent is required. Associate or bachelor's degree, preferred.
• Combining experience in a customer service practice of 3 or more years with education is desirable.
• Previous experience with customer service-oriented role preferred.

EEO Statement

DuraServ is an equal-opportunity employer. We prohibit discrimination and afford equal employment opportunities to team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Our EEO policy applies to all aspects of the relationship between DuraServ and its team members, including recruitment, employment, promotion, transfer, training, working conditions, compensation, benefits, and application of policies.